Hi, I’m
Nitin Kalra
Project Manager - Technology
Delhi
Summary
PRINCE2 Practitioner Certified professional with 15+ Years for IT infrastructure and software deployment experience in Telecommunications (DSL and GSM), call centers (domestic and International) industries.
Overview
21
years of professional experience
2
Certifications
1
Language
Work History
Teleperformance
IT Project Manager
01.2016 - 08.2023
Job overview
- Managed projects across multiple industry domains for call center technology deployment
- Role includes solution designing, procurement, onboarding project teams and implementing solution to achieve business objectives
- Steady state local technology team leadership for capacity planning, network upgrades, desktop and Avaya phone infrastructure upgrades for smooth call center operations
- Managed projects upto 1 million USD deployments and team sizes upto 20 direct reports
- Involved in registration & compliance to Voice solutions with DOT/TRAI or foreign Government regulatory bodies
- Responsible for technology trasitions from varios clients in banking and finance, energy/gas, telecommunication industries across UK, US and Middle East regions
- Managing the on boarding and implementation of new customers from RFP phase until BAU support phase
- Project Risk management
- Cost saving to reduce IT budgets
Intelenet Global Services
Assistant IT Project Manager & Service
03.2007 - 03.2016
Job overview
- Intelenet Global
- Managing local as well as other TP center's IT Infrastructure (Network / Servers / Compliance), also responsible to troubleshoot and resolve complex technical issues
- Team Management – Lead and guide support teams for Gurgaon offices for incident and problem management
- These teams include Network, Server, and Desktop infrasturcre
- Leasing teams for project teams and to ensure that deliverables are provided to project managers
- Work with cross functional stakeholders and establish productive, professional relationships with key personnel & vendors in assigned projects
- Vendor management – SLA and OLA with outsourced teams
- Identify and assemble the appropriate blend of resources to meet project needs and requirements, manage sub-contractors
- Handling different clients IT infra including LAN / WAN / Servers and business applications accessibility (Adobe, AT&T, Flipkart / Dubai telecom, Apple, Microsoft, SanDisk, Trainline, Yahoo, Amazon etc.)
- Leading and planning all the upgrades for all TP North India sites coordinating with internal and external customers
- Monitor all Network devices and Servers through web monitoring tools (Solar wind NPM)
Sparsh BPO
Telecom Engineer
12.2003 - 03.2007
Job overview
- Providing Technical support for Tadiran Coral Flexi Com 6000/R Voice Switch (C.G) expandable up to 6000 ports for Call Center
- Overall Upkeep of Telecom Network – ensuring Zero Down Time (SLA minimum 99.5% up time in process for telecom network) – this includes weekly review & reporting
- Co-ordination with Service Providers for upkeep/addition/toll free number working etc
- Telecom Cost Optimization & Weekly Reporting
- Ensuring 100% Billing Data capturing from all channels
- Upkeep of Extension Vs Process Chart, PRI Vs Trunk Group Chart, PRI Vs Cost Chart etc
- A weekly audit and reporting to be done
- Designed multi-tasking reports to ensure and check the IVR flow wait que, Customer services Quality and Switch functionality in one assembled database.
Konic
Executive Engineer
01.2003 - 12.2003
Job overview
- Telecommunications
- Support & Marketing
- Providing Technical support for TATA telecom products
- Maintaining log of faulty connections and send the error report to client on a daily basis
- Follow up with customers having hardware related problems to provide timely resolution
- Maintaining the TAT (Turn Around Time) as provided by the client.
Education
Manipal University
MIT
Skills
Implemented cloud projects using Azure infrastructureundefined
Certification
Prince 2 Foundation and Practitioner
Timeline
IT Project Manager
Teleperformance
01.2016 - 08.2023
Assistant IT Project Manager & Service
Intelenet Global Services
03.2007 - 03.2016
Telecom Engineer
Sparsh BPO
12.2003 - 03.2007
Executive Engineer
Konic
01.2003 - 12.2003
Manipal University
MIT
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